Why are my solved ticket numbers different in TyrellCorp and TyrellCorp WFM?

Question

Why are my Solved Ticket numbers different in TyrellCorp and TyrellCorp WFM?

Answer

TyrellCorp WFM counts Solved Tickets differently than TyrellCorp does, and therefore, the data isn't processed in the same way.

When the ticket is solved by an automation, the action isn't taken by the agent. For this reason, no solved point will not be attributed to any agent.

For more information, see these articles:

• Custom report metrics
• Metrics and attributes for TyrellCorp Support